Customers today are looking for an on-demand and customised experience from brands across verticals. Financial institutions need to rethink their solutions from customers perspective and be a part of the complete customer journey rather than provide conventional offerings through a product-centric view. Any step towards revisiting consumer experience needs to involve multiple stakeholders including user experience designers, product managers, sales people, software professionals, strategic partners and an executive sponsor. Multiple ideation sessions would be required to define the most relevant consumer experience after discussing current pain points.
Here are some key steps which can help banks make the consumer journey a breeze:
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